Call Center Team Leader

Your tasks

The Communication Team Leader will be responsible for overseeing the team's daily activities, monitoring sales and customer service performance, ensuring effective lead follow-up, and maximizing lead conversion into confirmed appointments and sales.

The role will focus on achieving assigned targets, maintaining high service standards, improving team productivity, and ensuring effective communication across inbound and outbound calls, WhatsApp, SMS, email, and other relevant digital channels.

The Team Leader will support the Communication Center Manager in implementing operational plans, monitoring KPIs, coaching team members, and improving customer experience and commercial performance.

• Supervise and coordinate the daily activities of Communication Center Agents to ensure efficient workflow and achievement of assigned targets.
• Monitor team performance across inbound and outbound calls, WhatsApp, SMS, email, social media, website leads, and other communication channels.
• Ensure timely follow-up on marketing-generated leads and maximize conversion into confirmed appointments and sales.
• Monitor individual and team KPIs, including lead response time, conversion rate, appointment booking rate, call quality, productivity, and customer satisfaction.
• Follow up on sales targets and cash business performance, ensuring that team members work effectively toward assigned commercial objectives.
• Coach, train, and support team members to improve communication skills, sales techniques, objection handling, and customer service.
• Conduct regular performance reviews, provide feedback, and identify training needs and performance improvement opportunities.
• Monitor lead distribution, follow-up activities, appointment confirmations, cancellations, and missed opportunities.
• Ensure proper handling of customer inquiries, complaints, escalations, and VIP client communications.
• Coordinate daily staffing, attendance, break schedules, and shift handovers to maintain operational coverage across the assigned shifts.
• Ensure compliance with approved scripts, communication procedures, service standards, and internal policies.
• Coordinate with Marketing to ensure effective handling of campaigns, incoming leads, and promotional inquiries.
• Coordinate with clinical and operational teams to ensure accurate information, smooth appointment booking, and effective customer follow-up.
• Prepare daily and weekly performance reports, highlighting results, challenges, and improvement opportunities for the Communication Center Manager.
• Support the implementation of process improvements and operational initiatives to enhance team efficiency and customer experience.
• Ensure accurate recording and updating of customer interactions, leads, appointments, and follow-up activities within the relevant systems.
• Handle escalated cases within the Team Leader's authority and refer complex issues to the Communication Center Manager when necessary.

• Lead Conversion Rate.
• Appointment Booking and Confirmation Rate.
• Sales Target Achievement.
• Cash Business Revenue Contribution.
• Lead Response Time and Follow-up Compliance.
• Call Quality and Communication Standards.
• Agent Productivity and Target Achievement.
• Customer Satisfaction and Complaint Resolution.
• Lead Follow-up and CRM Data Accuracy.

Requirements

We are looking for a motivated and performance-driven Communication Team Leader to supervise and guide the Communication Center team at Everlast Training Center.

• 3–5 years of experience in a Call Center, Communication Center, Telesales, or Customer Service environment.
• At least 1–2 years of experience in a Team Leader or supervisory role.
• Proven experience in sales-driven environments, lead management, appointment booking, and conversion optimization.
• Strong understanding of call center KPIs, sales performance metrics, and quality monitoring.
• Excellent communication, leadership, coaching, and problem-solving skills.
• Ability to motivate team members, manage daily priorities, and work under pressure.
• Good command of English and strong proficiency in Microsoft Office.
• Experience with CRM systems and call center platforms is an advantage.
• Experience in healthcare, medical services, clinics, or wellness centers is an advantage.

Other

Reporting Line Reports directly to the Communication Center Manager.